Survey dictionary

Customer Success - a function in a company responsible for building long lasting relation with the customers, value development, upsell and churn reduction.

CAPI (Computer Assisted Personal Interviewing) - is a personal surveying technique in which the interviewer follows a script provided by a computer.

CAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart) - is a type of challenge-response test used in computing as an attempt to ensure that the response is generated by a person.

CATI (Computer Assisted Telephone Interview) - is a telephone surveying technique in which the interviewer follows a script provided by a software application.

CAWI (Computer-Assisted Web Interview) - is a Internet surveying technique in which the interviewer follows a script provided in a website.

Collector - collectors are responsible for response collection. They allow you to collect the data by different channels at the same time, or repeat survey collection for another period of time.

Contacts - list of survey respondents. It is used when you create surveys with response tracking.

Customer Experience (CxP) - sum of all experiences a customer has with a company over the duration of his/her relationship with the company. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy.

Customer journey - journey customer need to take in order to buy a product and than use it.

CEM (Customer Experience Management)

E

ESOMAR (The European Society for Opinion and Market Research) - is the essential organization (founded in 1948) for encouraging, advancing and elevating market research worldwide.

EFM (Enterprise Feedback Management) - is a system of processes and software that enables organizations to centrally manage deployment of surveys.

I

Impression - is a measure of the number of times a surveys has been displayed, whether it has been completed or not.

Mystery shopping (Mystery consumer) - tool used by market research companies, watchdog organizations or internally by companies themselves to measure quality of service, compliance to regulation, or to gather specific information about products and services.